The Senior Customer Success Partner for Air Sales serves as a key operational and commercial partner supporting the Air Sales team and account activity. This role is responsible for delivering high-quality customer support through managing execution of pricing, quoting, shipment coordination, and customer-facing operational activities across a complex global network.
The Senior Customer Success Partner for Air Sales owns assigned customer support activities end-to-end, including management of complex quotation requests, shipment visibility support, operational coordination, and cross-functional communication. This role acts as a primary point of contact for process-related inquiries and customer support needs related to pricing, shipment execution, and service coordination, partnering closely with Client Managers, Operations, Global Service Centers, Trade Management, and Product teams to ensure seamless execution and high levels of customer satisfaction and retention.
This position requires a highly self-motivated and independent individual capable of operating effectively within a unique and evolving role structure. The successful candidate must demonstrate strong initiative, adaptability, and the ability to learn through collaboration with remote commercial stakeholders and virtual training environments. Given the specialized nature of the role, this individual is also expected to document processes, share subject matter expertise, support cross-training efforts, and contribute to long-term scalability and operational continuity within the broader team.
This position is ideal for someone who is customer-focused, operationally driven, analytically minded, and capable of balancing commercial responsiveness with operational execution in a fast-paced logistics environment. The Senior Customer Success Partner for Air Sales is expected to demonstrate accountability, proactive problem-solving, strong communication skills, and a continuous improvement mindset while supporting both customer outcomes and broader organizational objectives.
Key Responsibilities
Ensures Client Managers in Air Sales team are effectively supported through standardized processes, while independently owning assigned customer activities and contributing to long-term customer satisfaction, retention, and revenue enablement.
Serve as a primary operational and commercial point of contact for assigned customer accounts, ensuring timely execution of pricing, quoting, and shipment support activities.
Manage and execute complex quotation requests including mini-tenders/RFQs (multi-lane, multi-region, and/or long-term validity), ensuring accuracy and alignment with internal pricing guidelines.
Independently respond to customer inquiries related to pricing, shipment status, and service updates, ensuring responsiveness and high-quality communication across internal and external stakeholders.
Monitor shipment milestones and operational status using 4PL and/or Ascent On-Demand (AOD) platforms, ensuring timely updates and proactive communication of delays or exceptions.
Provide ongoing shipment overview support for pre-system or non-visible shipments, ensuring customers receive consistent and accurate status updates.
Coordinate implementation and onboarding activities in partnership with internal teams and global stakeholders, ensuring smooth transition of new business into operational execution.
Support and, where applicable, execute pricing and operational coordination for third party, third country movements to ensure full customer coverage and continuity of service.
Maintain accurate and timely updates in CRM and operational systems, ensuring data integrity across Salesforce and shipment management tools.
Collaborate closely with internal stakeholders (Client Managers, Trade Management, Global Service Centers, Operations, Accounts Receivable, and Product teams) to ensure seamless execution across the shipment lifecycle.
Monitor service performance, customer trends, and operational issues, escalating risks and recommending corrective actions where appropriate.
Act as a functional leader within the team by sharing expertise, supporting onboarding of colleagues, and contributing to process improvement initiatives.
Provide custom reporting and insights to customers as needed, leveraging available systems and data tools to support transparency and decision-making.
What We Are Looking For
Bachelor’s degree in Business, Supply Chain, Logistics, or related field preferred.
Minimum 2–4 years of experience in logistics, freight forwarding, supply chain operations, or sales/customer support within a transportation environment.
Strong working knowledge of air freight operations and ability to communicate effectively with global origin and destination partners.
Proven experience in customer-facing roles with responsibility for account or shipment-level execution.
Hands-on experience with logistics platforms, especially CargoWise and Ascent On-Demand (AOD).
Experience using CRM systems (Salesforce strongly preferred), including data entry, tracking, and customer interaction management.
Strong proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint), including ability to manage and analyze operational data (basic formulas, filtering, pivot tables preferred).
Demonstrated ability to manage multiple priorities under pressure with strong attention to detail and follow-through.
Strong communication skills (verbal and written) with ability to interact professionally with internal and external stakeholders.
Demonstrated initiative, accountability, and ownership mindset in resolving customer and operational issues.
Leadership potential or experience in informal leadership, mentoring, training, or cross-functional coordination strongly preferred.
Salary: $65.000 - $80.000
Benefits: Full time employees are eligible for Health Insurance, Paid Time Off, and 401k Match
* The above stated pay range is the anticipated starting salary range for this position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.
Notice to applicants applying to positions in the United States:
You must be authorized to work for any employer in the U.S.
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